Our Warranty and Guarantee Information

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For Products purchased Pre April 2022 please follow this link for relevant Warranty

Thank you and congratulations on the purchase of your new CHESNEYS product. In this warranty/guarantee, CHESNEYS means Chesneys Group Limited, a company incorporated in England with registered company number 12726816.

All our products are designed and manufactured to the highest possible standards of quality and craftsmanship, using the best materials available. All our products are subject to a thorough quality control process, which is why we are convinced that you have purchased a product which you will enjoy for many years to come.

It is extremely important that your new product is serviced on an annual basis where applicable, and any defective parts replaced using only genuine CHESNEYS supplied or recommended parts (https://www.chesneys.co.uk/shop).

You should only use suitably qualified and competent installers (e.g., HETAS, GAS SAFE or other competence installation scheme registered in the UK).

The following outlines our general guarantee terms, extended warranties are available on certain product types (Solid Fuel Stoves, Gas Stoves and Outdoor living products). Terms and conditions are available for these extended warranties are outlined further down this document.

OUR STANDARD GUARANTEE

Nothing in the guarantee shall make CHESNEYS liable for any or special, incidental, or consequential damages, injury to persons or property, or any other consequential loss beyond the consumer’s statutory rights. The liability on these issues is covered by CHESNEYS Terms and Conditions of Sale.

CHESNEYS total liability extends only to the purchase price paid for the goods, except where such a limitation is prohibited by statute. CHESNEYS in the event of a guarantee claim, reserve the right to either replace the goods in question or to refund the purchase price of the goods.

This guarantee does not affect your statutory rights.

This guarantee is extended to purchasers in the UK, Ireland, France, Belgium, and Holland, subject to the terms stated within it and shall be governed by and construed in accordance with the laws of England and Wales.

All of our products come with a 1-year manufacturer’s guarantee.

For purchases made directly from CHESNEYS, the standard 1 year guarantee period runs from the date of the dispatch of goods from CHESNEYS.

In the case of purchases through an official Chesneys trade stockist, the standard 1 year guarantee period applies from the date of the original purchase from the trade stockist.

Where an installation or specialist delivery service is required the standard 1 year guarantee period will run from either the date of the installation or the date of the delivery.

Where extended warranty terms are available, your product must be registered within 28 days of installation (in the case of indoor stove products) or 28 days of delivery (in the case of outdoor living products) via our warranty registration (https://secure.chesneys.co.uk/warranty/registration.asp) by the end user to validate the extended warranty. If the product is not registered in this time frame, then only the standard 1 year manufacturer’s guarantee will apply.

This guarantee is not transferable and is extended only to and solely for the benefit of the person(s) purchasing of the product directly from CHESNEYS. In the case of a purchase through an official trade stockist, this guarantee is not transferable and is extended only to and solely for the benefit of the person(s) purchasing of the product directly from the official trade stockist.

Please retain your dated sales order/receipt as proof of purchase.

If any part of the product fails due to manufacturing or material defect within the guarantee period CHESNEYS will either repair or replace the part or product at their discretion, ‘free of charge.’ The decision of CHESNEYS will be final.

All claims must be made by the original purchaser of the product from CHESNEYS (this may be an official trade stockist, or a CHESNEYS showroom). All claims must be accompanied by the proof of purchase.

All claims should be sent to warranties@chesneys.co.uk and must include the product serial number (if present) and photographs attached showing the defect and condition of the product. We may request copies of your servicing record to process your claim.

All removal, transportation, packaging, handling, and re-installation costs shall be the sole responsibility of the purchaser.

Any/all repaired or replaced products will only be covered for the remainder of the original warranty period.

If you should ever wish to make a claim because of a product fault or defect, you must inform CHESNEYS within 28 days from the date on which the fault or defect first became apparent. If the product fault or defect is not notified within 28 days from the date on which the fault or defect became apparent, CHESNEYS cannot accept any liability for events or issues which arise after the 28-day period or which are caused or increased by the lack of notification which therefore prevented action being taken to restrict or eliminate any consequences arising from the fault or defect at an earlier date.

In the event of a product fault occurring during the guarantee period, CHESNEYS will send the appropriate component or goods necessary to rectify the fault, free of charge.

Our warranty and guarantee conditions do not affect your statutory rights.

CHESNEYS SMOKELESS FIRE PIT WARRANTY

A one year warranty is provided in respect of the structural integrity of the cylindrical element of the Fire pit. The warranty covers defects in materials and workmanship. The Fire Pit has been manufactured using quality materials to resist corrosion as much as possible and use of specialist paint for metal surfaces suitable for high temperatures and outdoor use. Painted surfaces can be affected by exposure to external factors such as chlorine, chemicals, humidity and salt. The finish will be compromised by surface scratched and abrasions. The warranty does not cover rusting, oxidation, blemishes or fading. Exposure to the elements including sun, rain, wind and snow will result in some degree of corrosion and wear and tear but these effects can be minimised if the weather resistant cover is used whenever the unit is not in use. Please note that units located within 10 miles of coastal areas will be subject to increased moisture and salt levels and more frequent maintenance will be required.

EXCLUSIONS TO OUR STANDARD GUARANTEE AND EXTENDED WARRANTY

CHESNEYS will not be liable for any consequential loss or incidental loss, damage or injury however caused.

This guarantee and/or extended warranty (where applicable) will become void:

If the product is not installed by a suitably qualified person (e.g., HETAS or other competence scheme registered in the UK) where applicable
If the product is not installed in accordance with the relevant local and national Building Regulations and the rules in force.
If the product is not installed in accordance with our installation instructions.
If the product is not regularly serviced and maintained, in accordance with the installation instructions.
If the chimney is not swept annually, where applicable
If the product/appliance is subject to misuse or neglect, including the use of non-recommended fuels.
If any repairs or modifications have been carried out by anyone other than CHESNEYS or their authorised representatives.
If damage is caused by over-firing of the product/appliance. Please refer to our operating instructions for further details.
If damage is caused by storing or using the product in a damp environment.
If corrosion is caused by condensation, damp or water ingress into the flue, chimney, or the surrounding area of the product/appliance.
If defects or faults are caused by local conditions such as draught problems and chimney defects.
If the serial number has been damaged or removed.
If defects or faults are caused by improper use, mishandling or unauthorised modifications

The guarantee and/or extended warranty does not include the following items, which are deemed serviceable and will require regular replacement due to wear and tear:

Grate components made from steel, vermiculite or cast iron
Internal protection plates including vermiculite insulation
Baffle plates made from steel or vermiculite
Fire bricks
Door assemblies- to include glass, handles, hinges, and mechanisms
Rope seals
Ash pans
Thermocouples
Pilot assemblies
Ceramic Fuel Effects
Batteries
Ancillary components such as shelves, log stores etc.

In normal usage the paint finish of your appliance may change colour slightly. As these circumstances are considered normal, they are not covered by the guarantee. The paint finish will require touching up or repainting from time to time. Maintaining the finish is normal practice and is not covered by the guarantee.

EXTENDED WARRANTY TERMS AND CONDITIONS- SOLID FUEL INDOOR STOVES (10 YEAR EXTENDED WARRANTY, SUBJECT TO ANNUAL SERVICING)

The fire box/chamber only on our wood burning and solid fuel stoves (which is the panel components and welding) is supplied with a 10-year extended warranty, for stoves purchased from 1st October 2018. Stoves purchased prior to 1st October 2018 are supplied with a 5-year extended warranty. These terms are subject to validation/registration. To validate the extended warranty your stove must be registered within 28 days of installation via our warranty registration portal by the original end user.

This extended warranty period is inclusive of the standard 1-year manufacturers guarantee.

The extended warranty period runs from the date of the installation of the solid fuel stove.

This extended warranty is not transferable and is extended only to and solely for the benefit of the person(s) purchasing of the product directly from CHESNEYS. In the case of a purchase through an official trade stockist, this guarantee is not transferable and is extended only to and solely for the benefit of the person(s) purchasing of the product directly from the official trade stockist.

This extended warranty is not applicable if purchased through an unauthorised dealer/stockist.

Please retain your dated sales order/receipt as proof of purchase.

The extended warranty is based on normal domestic use. Products used in a commercial setting are not eligible for our extended warranty.

If any part of the fire box/chamber fails due to manufacturing or material defect within the extended warranty period CHESNEYS will at its sole discretion either repair or replace the part at no charge. The decision of CHESNEYS will be final. For the purpose of this extended warranty, a material or manufacturing defect includes the splitting or cracking of the main stove body.

The above points are all subject to an annual service and sweeping of the chimney, being performed by a qualified individual, should this essential maintenance not be completed, the outlined extended warranty terms above will be considered void, and the standard 1 year’s guarantee apply to the product.

All claims on this extended warranty must be made by the original purchaser of the stove from CHESNEYS (this may be an independent stockist, or a CHESNEYS showroom) . All claims must be accompanied by the proof of purchase.

All claims should be sent to warranties@chesneys.co.uk and must include the stove serial number and photographs attached showing the defect and condition of the stove. Defect and problem dependent, we may request copies of your servicing record to process your claim.

Removal and re-installation costs will only be covered during the first year only. Cover for the remaining 9 years will be for parts only.

For the full term of the extended warranty (10 years), all transportation, packaging and handling costs shall be the sole responsibility of the purchaser.

Any/all repaired or replaced fire boxes will only be covered for the remainder of the original extended warranty period.

If you should ever wish to make a claim against this extended warranty because of a product fault or defect, you must inform CHESNEYS within 28 days from the date on which the fault or defect first became apparent. If the product fault or defect is not notified within 28 days from the date on which the fault or defect became apparent, CHESNEYS cannot accept any liability for events or issues which arise after the 28 day period or which are caused or increased by the lack of notification which therefore prevented action being taken to restrict or eliminate any consequences arising from the fault or defect at an earlier date.

In the event of a product fault occurring during the extended warranty period, CHESNEYS will send the appropriate component or goods necessary to rectify the fault, free of charge.

EXTENDED WARRANTY TERMS AND CONDITIONS- GAS STOVES (EXTENDED WARRANTY SUBJECT TO ANNUAL SERVICING)

Only the fire box/chamber on our gas stoves (which is the panel components and welding) is supplied with a 10 year extended warranty. These terms are subject to validation/registration.

The gas burner assembly in our gas stoves is supplied with a 5-year extended warranty. These terms are subject to validation/registration.

The gas valve assembly, a constituent assembly of the gas burner assembly, is supplied with a 2-year extended warranty **please note that the pilot assembly needs to be replaced during the first annual service of the appliance in order to qualify for the 2nd year extended warranty of the gas valve**

These terms are subject to validation/registration.

The above points are all subject to an annual service being performed by a qualified individual, which is to be performed a maximum of 12 months after the initial installation. Should this first year annual service not be completed, the outlined extended warranty terms above will be considered void, and the standard 1 year’s guarantee apply to the product.

To validate the extended warranty your stove must be registered within 28 days of installation via our warranty registration portal by the original end user.

This extended warranty period is inclusive of the standard 1-year manufacturers guarantee.

The extended warranty period runs from the date of the installation of the gas stove.

This extended warranty is not applicable if purchased through an unauthorised dealer/stockist.

Please retain your dated sales order/receipt as proof of purchase.

The extended warranty is based on normal domestic use. Products used in a commercial setting are not eligible for our extended warranty.

Removal and re-installation costs will only be covered during the first year only. Cover for the remaining time period will be for parts only.

For the full term of the extended warranty, all transportation, packaging, and handling costs shall be the sole responsibility of the purchaser.

Any/all repaired or replaced fire boxes will only be covered for the remainder of the original extended warranty period.

If you should ever wish to make a claim against this extended warranty because of a product fault or defect, you must inform CHESNEYS within 28 days from the date on which the fault or defect first became apparent. If the product fault or defect is not notified within 28 days from the date on which the fault or defect became apparent, CHESNEYS cannot accept any liability for events or issues which arise after the 28-day period or which are caused or increased by the lack of notification which therefore prevented action being taken to restrict or eliminate any consequences arising from the fault or defect at an earlier date.

In the event of a product fault occurring during the extended warranty period, CHESNEYS will send the appropriate component or goods necessary to rectify the fault, free of charge.

EXTENDED WARRANTY TERMS AND CONDITIONS- OUTDOOR LIVING PRODUCTS (3 YEAR EXTENDED WARRANTY)

Only the fire box/chamber (which constitutes the panel components and welding) only on our outdoor living products is supplied with a 3-year extended warranty, subject to validation/registration. To validate the extended warranty your appliance must be registered within 28 days of delivery via our warranty registration portal by the original end user.

This extended warranty period is inclusive of the standard 1-year manufacturers guarantee.

This extended warranty is not applicable if purchased through an unauthorised dealer/stockist.

Please retain your dated sales order/receipt as proof of purchase.

The extended warranty is based on normal domestic use. Products used in a commercial setting are not eligible for our extended warranty.

All claims on this extended warranty must be made by the original purchaser of the stove from CHESNEYS (this may be an independent stockist, or a CHESNEYS showroom). All claims must be accompanied by the proof of purchase.

Removal and re-installation costs will only be covered during the first year only. Cover for the remaining 2 years will be for parts only.

For the full term of the extended warranty (3 years), all transportation, packaging and handling costs shall be the sole responsibility of the purchaser.

Any/all repaired or replaced fire boxes will only be covered for the remainder of the original extended warranty period.

If you should ever wish to make a claim against this extended warranty because of a product fault or defect, you must inform CHESNEYS within 28 days from the date on which the fault or defect first became apparent. If the product fault or defect is not notified within 28 days from the date on which the fault or defect became apparent, CHESNEYS cannot accept any liability for events or issues which arise after the 28-day period or which are caused or increased by the lack of notification which therefore prevented action being taken to restrict or eliminate any consequences arising from the fault or defect at an earlier date.

In the event of a product fault occurring during the extended warranty period, CHESNEYS will send the appropriate component or goods necessary to rectify the fault, free of charge.

The extended warranty is for defects in materials and workmanship. Our outdoor living products are manufactured using quality materials to resist corrosion as much as possible and use of specialist paint for metal surfaces suitable for high temperature and outdoor use.

The paint surface and various metals can be affected by exposure to external factors including, but not limited to, chlorine, chemicals, humidity, salt. The paint finish will also be compromised by surface scratches and abrasions. For this reason, the warranty does not cover rust, oxidation, blemishes or fading. The Chesneys HEAT range is for outdoor use only. It is exposed to the elements/weather including rain, sun, snow, wind and damp and corrosion/wear and tear is to be expected. This does not detract from the functioning of the product. Maintenance will be required to preserve the appearance of the unit and touching up of the paint as necessary will be needed. Please note units located within 10 miles of coastal areas will be subject to increased moisture and salt levels and more frequent maintenance will be required.

The warranty does not cover scratches, dents and other cosmetic marks which do not affect the performance of the appliance.

Items will be repaired or replaced at the discretion of Chesneys, subject to the terms and conditions of the warranty. Chesneys is not liable for shipping costs, duties, taxes, repair, or return, unless authorised in advance in writing by Chesneys.

Caution note: Never place your Chesneys outdoor unit directly on or nearby combustible materials and never leave the product unattended while in use. Failure to safely operate the Chesneys outdoor unit will void the warranty. Chesneys disclaim any liability for any direct, indirect, accidental, incidental, or consequential damage which may result.

WARRANTY EXCLUSIONS- FIREPLACE SURROUNDS

Fireplace surrounds are covered by a standard one year’s manufacturer’s warranty.

Due to the nature of the product, it is extremely unlikely any damage/failures will occur once installed.

Any damage/failures will either be caused by transit/handling issues or faulty installation.

Chesneys will not accept claims for damaged surrounds once installed- all claims must be submitted to Chesneys prior to installation

Chesneys will not accept responsibility for damaged caused to surrounds by poor installation practice – Note: this is not a DIY installation and should only be carried out by a competent person.